Response from Accurate Electric Plumbing Heating & Air
As a company we are always pleased to have an opportunity to serve Angie's List clients. We are very sorry we were unable to serve this client. He called our office on a Sunday and our after -hours answering service took his call. (We always want our clients to talk to a real person.) Unless a client needs emergency service, they are informed that they will be contacted to schedule their job when the office opens the next business day. Typically we are booked out in advanced so requesting service on a Sunday for a Monday appointment can be a steep request for a service company. Our office staff was reviewing the calls on Monday morning, and following up with clients, when this client called in upset that no one had called him yet. It was (8:00 am) at that time and we re-arranged our schedule to fit him in. Our electrician was enroute to the client’s home when he hit heavy traffic due to an accident on the freeway. He informed the office so that we could provide and update to the client. At the same time, the electrician let the office know that the problem the client described (ceiling fan not getting "maximum torque") might require the fan to be replaced since we cannot replace or rebuild the fan motor itself. Due to the clients desire to have this completed on Monday, we wanted to let him know that it may not get completed if he hadn't already purchased a new fan. As we were telling him we would still come take a look at it, he angrily hung up. We've had a team discussion about the situation and how we can better handle calls of this type in the future. Our CSRs (Customer Service Reps) are not electricians. If they were we may have been able to advise this client 1st thing in the morning of the possible outcome and avoided the whole situation. Jeff Seale President – Accurate Electrical Services